Prasanna D.

o Develop new reporting solutions using MS Excel, Access and VB. o Automate existing reports by creating Macros to save time and to ensure accuracy. o Develop, Test, Maintain and modify programs o Ensure delivery of developmental tasks in assigned timelines. o Refine data and format final product. o Analyze performance of the report in consultation with end users. o Resolve queries of program intent, data input, output requirements. o Perform quality check and controls. o Documentation / MIS

o Call Center Forecasting, Scheduling, Performance Tracking and Training. o Preparation of best-fit schedule for the process using call trends and other scheduling Templates. o Generating reports and other required MIS reporting on Productivity with the help of Avaya CMS Supervisor. o Real Time Queue Management - Constant observation of the call flow and controlling usages of aux, handling time. o Coaching Team Leaders and CCC's on the floor on application (Avaya CMS Supervisor) usage and other ad